Associate Fraud & Claims Operations Representative

Job Description

Associate Fraud & Claims Operations Representative | Wells Fargo

The Tone:
This is a front-line, full-time role in a high-volume call center at Wells Fargo, located in India. Wells Fargo is a financial services company dedicated to protecting its customers and maintaining a strong risk mitigating culture. This role is crucial for investigating potential fraud situations, accurately resolving issues, and ensuring a seamless, trusted customer experience.

The TL;DR
• Role: Full Time
• Type: Full-time
• Location: In-person India (IST time zone)
• Mission: Investigate and resolve customer fraud and claims by authenticating account activity and providing timely updates.
• Tech Stack: MS Office, multiple systems, tools, and technology platforms

What You’ll Actually Do
• Case Review: Review routine fraud alerts, transactions, claims, and referrals using established procedures to reach accurate case outcomes in a call center environment.
• Information Gathering: Gather, verify, and assess customer information to accurately initiate and support fraud and claims processing.
• Case Management: Manage multiple cases effectively in a high-volume call center environment while consistently meeting quality and service expectations.
• Customer Support: Perform operational and customer support tasks related to fraud prevention, dispute resolution, and account servicing via voice and non-voice functions.
• Issue Resolution: Ask targeted questions and review account activity to understand customer situations, identify potential fraud concerns, and ensure timely, accurate, and complete case handling.

The Must-Haves
• Background: Entry-Level. University degree in Business or related discipline.
• Experience: 6+ months of customer service support experience, or equivalent demonstrated through work experience, training, military experience, or education.
• Skills: Good analytical skills; fluency in English and at least one regional language; knowledge of MS Office.
• Bonus: Experience gathering, reviewing, documenting, and analyzing customer and account information to support fraud investigations, claims processing, and risk assessment activities; demonstrated analytical thinking, critical thinking, and problem-solving skills to identify fraud indicators, evaluate information, and determine appropriate next steps within established guidelines; ability to actively listen, understand customers, and communicate effectively, including asking targeted questions, de-escalating concerns, and accurately documenting customer interactions in a call center environment; experience investigating and resolving customer issues while applying sound judgment, compliance requirements, and risk mitigation practices; proven skills managing high-volume workloads, adapting to changing priorities, and consistently meeting quality, accuracy, and service expectations; experience using multiple systems, tools, and technology platforms to support customer service operations and drive efficient case management; strong collaboration skills and experience partnering across teams and stakeholders to achieve shared goals and deliver positive customer outcomes.